Migrate from Sunrise HR Case Management to Gorgias

Sunrise HR Cases map to Gorgias Tickets. The Sunrise case title, description, status (open, pending, resolved, closed), priority (low, medium, high, critical), category, created timestamp, and updated timestamp map directly to Gorgias Ticket subject, body/text, status, priority, tag, created_at, and updated_at. The Sunrise case number becomes the Gorgias ticket reference number stored in a custom field for audit traceability. Case audit history (status changes, assignee changes, internal notes) migrates as Gorgias Ticket events and replies, preserving the full chronological timeline.

Sunrise HR Queries are lightweight request objects tracked alongside Cases. Query text, submitter reference, assigned handler, and resolution status migrate as Gorgias Ticket messages. If the customer uses Queries as sub-cases under a parent Case, we replicate the parent-child relationship in Gorgias using Ticket notes or linked tickets. We flag whether the customer uses the Query object as a separate queue or as a sub-type of Case during scoping.

Structured HR service requests (absence approvals, equipment requests, onboarding tasks) from Sunrise migrate to Gorgias Tickets with the request type mapped to Ticket tags or a custom field. Approval chain status migrates as Ticket events. If the Request has a structured form with custom fields, we flatten those into Ticket attributes or store them in a structured JSON custom field for admin reference.

Sunrise Employees are referenced as the subject of a case and sourced from Infor HCM or a connected HRIS. We extract the employee identifier, name, and email, then map them to Gorgias Customers by email match. If Infor HCM is the employee source, we establish the lookup before case migration begins. If the employee data comes from a non-Infor HRIS, we assess the integration type during discovery and may require a pre-mapping step. HR teams that use Sunrise for employee self-service will need to rebuild that portal separately in Gorgias or a dedicated HR portal tool.

Sunrise Agents (HR staff who own and resolve cases) map to Gorgias Agents by email match. Agent name, role, team assignment, and workload flags migrate as Gorgias Agent profile attributes. Team structures differ between Sunrise and Gorgias; we document the original Sunrise team hierarchy in a written handoff and recommend a team mapping strategy before migration. Active and inactive agent status is preserved.

Sunrise SLA definitions per case category include target resolution time and breach actions stored in Infor OS configuration. We export SLA names, targets, and breach timestamps as data fields on the migrated ticket. The active SLA rules (which SLA applies to which case type and what happens on breach) are not in the exportable schema. We create a mapping document during scoping listing every visible SLA, its category association, and its target in hours, and recommend the customer involve their Sunrise administrator to reproduce SLA rules as Gorgias Rule configurations post-migration.

Escalation rules in Sunrise trigger automatic routing, reassignment, and notifications based on SLA breach or case inactivity. These rules live in the Infor workflow engine and are not exportable as data records. We document every visible escalation rule during discovery (trigger condition, action, assignee or notification target) in a written inventory. The customer must rebuild these as Gorgias Rules manually post-migration. We advise treating escalation rule rebuild as a post-migration workstream with a dedicated admin budget.

Documents attached to Sunrise HR Cases (policies, evidence, correspondence) are extracted as binary blobs. We download and re-attach them to the corresponding migrated Gorgias Tickets, preserving original filenames and timestamps. Attachment count and total size are factored into migration pricing. Very large attachment volumes (over 50,000 files) may extend the migration timeline.

Historical SLA breach events are stored as audit entries on Sunrise Cases. We export breach timestamp, breached SLA name, and resolution delta as read-only custom fields on the Gorgias Ticket to preserve compliance reporting continuity. These fields are set to read-only in Gorgias so they cannot be accidentally overwritten during day-to-day operations.

Sunrise case categories and tags are exported as flat label lists. We map them to Gorgias Ticket tags, merging where duplicate categories exist and flagging unresolvable conflicts. If the customer uses Sunrise category hierarchies, we flatten them to a single tag level in Gorgias unless a specific hierarchy strategy is defined during scoping.

Automated task assignments, notifications, and routing rules live in the Sunrise workflow engine. We document the current rule logic (trigger, condition, action) as a written handoff. Gorgias Rules provide a similar automation surface with trigger-based conditions and assignee, tag, or macro actions. The customer rebuilds these post-migration; we do not migrate workflow definitions as executable code. The workflow rebuild scope is a key variable in post-migration admin effort estimates.

Power BI dashboards linked to the Infor OS reporting layer are not exportable. We provide a structured data extract of the underlying metrics (case volume by category, SLA compliance rate, average resolution time, agent workload) as CSV files so the customer can rebuild reports in Gorgias native analytics or reimport to Power BI via the Gorgias export API. This is a data deliverable, not a migration of the dashboard object.